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Checklist for Configuring the Siebel Enterprise Contact Center Analytics

This section contains the mandatory and optional configuration points for the Siebel Enterprise Contact Center Analytics application for Universal Source and post-load processing (PLP).

Checklist for Configuring the Siebel Enterprise Contact Center Analytics for Universal Source

This section contains the Siebel Enterprise Contact Center Analytics application configuration points that are specific to universal source.

The following section contains mandatory Siebel Enterprise Contact Center Analytics configuration points:

• Dimension Key Resolution. When creating the source files, the data and the format of the reference to the Dimension data (foreign key ID column) must match the KEY_ID in the corresponding dimensional source file. This is critical for accurate resolution of the foreign keys on the fact record when loading the data warehouse. For more information on Dimension key resolution, see About the Dimension Key Resolution Process for Universal Source.
• Representative Activities spanning a date boundary. If a representative's activity spans across the date boundary, then you must provide two different records for that representative for the same activity with different activity start dates and times. For more information on dates and setting up the Representative Activities table, see Setting Up the Representative Activities Table.
• Setting the effective date ranges for Benchmark and Targets. When configuring the source files for the Benchmarks and Targets fact table, you need to make sure that the targets and benchmarks cover the time periods for the capture of the Contact Center Performance and Representative Activity data. For more information on setting the effective date ranges for Benchmark and Targets, see Setting Up the Benchmarks and Targets Table.

The following section contains optional Siebel Enterprise Contact Center Analytics configuration points.

• Configuring flags. Many of the fact and dimension tables within the Siebel Enterprise Contact Center Analytics application use flag fields to provide value-added information pertaining to a contact or contact representative. These flag fields have logic to assign a default value to the flag while reading from the source files. For more information on configuring flags, see Configuring Flags for Siebel Enterprise Contact Center Analytics.
• Excluding calls from the Answered Contact Count. You may choose not to count calls which are completed in the IVR as an answered call. To do this you need to flag such calls with a new contact status. For more information excluding calls from the Answered Contact Count, see Setting Up the Contact Representative Snapshot Table

Checklist for Configuring the Siebel Enterprise Contact Center Analytics for post-load processing

The following section contains an optional Siebel Enterprise Contact Center Analytics application configuration point that is specific to post-load processing.

Excluding representative data from the Contact Representative aggregate tables. For more information on excluding representative data from the Contact Representative aggregate tables, see Excluding Representative Data from the Contact Representative Aggregate Tables for Post-Load Processing.